Technical Support Analyst
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Job Description
Technical Support Analyst providing technical support for Avigilon Alta Video and Access systems. Managing customer inquiries and troubleshooting issues related to software and hardware.
Responsibilities:
- Provide comprehensive technical support for Avigilon Alta Video and Access systems
- Manage inbound support inquiries via various channels (phone, email, chat, WhatsApp, SMS, Partner Portal, Support Community)
- Document step-by-step troubleshooting performed in support cases within the Support CRM system
- Collaborate with team members to resolve issues and escalate unresolved cases in a timely manner
- Engage in internal training sessions conducted by Senior Support/Escalations and Development teams
- Create, edit, and submit internal Knowledge-Centered Service (KCS) articles
Requirements:
- 1+ years of Technical Support experience
- High School Diploma or equivalent
- Legal authorization to work in the U.S. indefinitely is required
- Experience with access control systems or video management systems
- Knowledge of Windows Server
- Technical certifications (CompTIA A+, CCNA, etc.)
- Strong communication and interpersonal skills
- Ability to multitask and work independently
- 1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment
Benefits:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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